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About the Organisation
IT Service Assurance Lead job at DFCU Bank | Apply Now
Kampala, Uganda
DFCU Bank is a leading financial institution in Uganda dedicated to transforming lives and businesses through innovative financial solutions that drive economic growth and financial inclusion. Established in 1964 as the Development Finance Company of Uganda, the bank has grown from a development finance institution into a full-fledged commercial bank, with a significant milestone being its acquisition of Crane Bank in 2017. Recognized for its strong financial performance, customer service excellence, and digital banking innovations, dfcu Bank has received multiple industry awards and remains a trusted partner for individuals, SMEs, and corporate clients.
The bank fosters a dynamic and inclusive work culture that emphasizes integrity, customer focus, innovation, teamwork, and excellence, offering employees professional growth, career advancement opportunities, and competitive benefits. With a strong presence across Uganda through an extensive network of branches, ATMs, and digital banking services, dfcu Bank continuously invests in technology to enhance accessibility and efficiency.
Committed to corporate social responsibility, the bank actively supports financial literacy programs, women empowerment initiatives, environmental sustainability efforts, and youth entrepreneurship. Headquartered at 26 Kyadondo Road, Kampala, Uganda, dfcu Bank remains a key driver of financial empowerment and economic development in the country. For more information
Are you looking for IT jobs in Uganda 2025 today? then you might be interested in IT Service Assurance Lead job at DFCU Bank
Full Time
Deadline:
3 Sept 2025
Job Title
IT Service Assurance Lead job at DFCU Bank
DFCU Bank
Job Description
Reporting to the IT Service Delivery Manager, the IT Service Assurance Lead will ensure operational stability of IT services by monitoring performance, managing incidents and problems, coordinating service transitions, and ensuring compliance with SLAs. The incumbent will play a key role in disaster recovery planning, configuration management, and quality assurance to enhance IT service delivery and continuity. The role requires strong leadership, problem-solving, and analytical skills, with the ability to engage stakeholders and drive continuous improvement.
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
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How to Apply
Manage and maintain a reliable Configuration Management Database (CMDB), Definitive Hardware Store, and Definitive Software Library.
Supervise ITIL processes for Release Management, Change Management, and Problem Management.
Monitor and report on problem resolution progress, ensuring adherence to SLA timelines.
Implement problem management processes, provide temporary solutions (workarounds), and develop permanent solutions for known errors.
Conduct root cause analyses (RCA) to identify and eliminate recurring IT service issues.
Support the design, implementation, and coordination of IT Disaster Recovery plans and business continuity processes.
Monitor services and perform event management on all Configuration Items (CIs).
Support IT Service Delivery Manager in documenting and managing internal and external SLAs.
Enhance IT service quality through proactive and reactive monitoring and resolution.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Education:
Bachelor’s Degree in Computer Science, Information Technology, Engineering, or related field.
PRINCE2/PMP certification is an added advantage.
ITIL v4 certification required; additional IT certifications are advantageous.
Experience:
At least 4 years of technical support experience in medium to large organizations.
Experience in banking or financial services is an added advantage.
Skills and Competencies:
Strong knowledge of ITIL processes (Problem, Change, Release Management).
Proficiency in data/statistical analysis and reporting.
Critical thinking and root cause analysis skills.
Strong leadership, interpersonal, and communication skills.
Ability to manage teams, stakeholders, and service performance effectively.
Problem-solving mindset with the ability to work under pressure.
Excellent oral and written communication abilities.
